1. Scope
1.1 These Terms apply to the use of the Planellio platform, website and any related services.
1.2 By creating an account, starting a trial, purchasing a subscription or continuing to use Planellio, the user accepts these Terms.
1.3 Planellio is provided as a structured software platform designed to support event business operations.
1.4 Where a specific subscription, promotional offer or separately agreed service contains additional commercial terms, those specific terms will apply alongside these Terms. Where there is a conflict relating specifically to the applicable subscription or offer, the specific terms presented at the point of purchase will take precedence.
2. Platform definition
2.1 Planellio provides software for managing:
- bookings and enquiries
- client and communication workflows
- payments, contracts and documentation
- staff operations and rostering
- venues and operational resources
- reporting and business oversight
- other operational functionality made available within the platform
2.2 The platform is designed to support complete operational workflows rather than isolated functions.
2.3 The availability of individual features may depend upon the subscription plan, additional modules or services selected by the user.
3. Platform structure
3.1 Planellio operates as a structured multi tenant platform.
3.2 The system is designed to:
- maintain separation between business environments
- support operational workflows across bookings, staff and reporting
- provide a consistent and scalable operating environment
3.3 Platform features may evolve over time as part of ongoing development.
3.4 Planellio may use third party infrastructure, payment providers, communications services and other technology providers as part of delivering the platform.
4. Access and authorised use
4.1 Access to the platform is restricted to authorised users.
4.2 Users are responsible for:
- maintaining the security of access credentials
- all activity carried out under their account
- ensuring access is not shared in a way that compromises system integrity
- ensuring users given access to their organisation are appropriately authorised
4.3 Planellio reserves the right to restrict or suspend access where risk, misuse, security concerns or abnormal activity is identified.
4.4 Users must notify Planellio as soon as reasonably possible if they become aware of unauthorised access to their account.
5. Client data
5.1 Data entered into the platform remains the responsibility of the user.
5.2 Users are responsible for:
- ensuring data accuracy
- ensuring appropriate and lawful use of the platform
- ensuring they have the appropriate authority or lawful basis to enter, process and communicate information through the platform
- maintaining any records or copies they require for their own business purposes
5.3 Planellio is not responsible for:
- decisions made based on incorrect or incomplete data
- outcomes resulting from misuse of the platform
- errors resulting from information incorrectly entered, configured or supplied by the user
5.4 Users remain responsible for reviewing information, documents, communications, prices, contracts, invoices and other material generated or sent through their account.
6. System integrity and acceptable use
6.1 Users must not:
- attempt to interfere with platform performance or availability
- attempt to gain unauthorised access
- use the system in a way that adversely impacts other users
- attempt to circumvent security, subscription or access controls
- introduce malicious software, scripts or code
- use the platform for unlawful, fraudulent or abusive purposes
- attempt to access another organisation’s data without authorisation
6.2 Planellio may take reasonable action where system integrity, security or availability is at risk.
6.3 This may include temporarily restricting functionality or suspending access while an issue is investigated.
7. Intellectual property
7.1 All rights in the Planellio platform, software, functionality, design, branding and associated intellectual property remain the property of Planellio or its licensors.
7.2 No rights are granted to copy, reproduce, reverse engineer, distribute, modify, resell or commercially exploit any part of the platform without prior written permission.
7.3 The user retains ownership of their own business content, branding and information uploaded to the platform.
7.4 The user grants Planellio the rights reasonably necessary to process, store, display and transmit that content for the purpose of providing the service.
8. Platform development and availability
8.1 Planellio is an actively developed system.
8.2 Features, workflows and functionality may be:
- updated
- modified
- improved
- replaced
- relocated within the platform
as part of ongoing development.
8.3 Planellio may introduce new functionality, modules or integrations which may be included within an existing subscription or offered as an additional paid service.
8.4 Planellio will take reasonable steps to maintain platform availability but does not guarantee uninterrupted or error free operation.
8.5 Access may occasionally be interrupted for maintenance, upgrades, security work, third party outages or circumstances outside Planellio’s reasonable control.
9. Subscriptions, billing and payment
9.1 Access to paid Planellio services is provided according to the subscription plan, billing arrangement or fixed term offer selected by the user.
9.2 Subscription pricing, billing frequency, subscription period and any applicable trial, promotional offer or discount will be displayed or otherwise agreed when the subscription is created.
9.3 Planellio may offer:
- recurring monthly subscriptions
- recurring annual subscriptions
- fixed term prepaid subscriptions
- promotional subscriptions
- discounted multi year subscriptions
- additional modules or services
- other special offers or agreed commercial arrangements
9.4 Unless expressly identified as a Fixed Term Prepaid Subscription or otherwise stated at the point of purchase, recurring subscriptions will automatically renew at the end of each applicable billing period until cancelled in accordance with these Terms.
9.5 By providing a payment method, the user authorises Planellio and its appointed payment provider to charge the applicable subscription fees when they become due.
9.6 Users are responsible for maintaining valid and up to date payment details.
9.7 All applicable subscription fees must be paid when due.
9.8 Where a recurring subscription payment is declined, fails or cannot otherwise be collected, Planellio or its payment provider may automatically retry the payment method supplied by the user.
9.9 Payment retries may continue for a reasonable period while the account remains overdue.
9.10 The user authorises reasonable payment retries against the payment method associated with the subscription.
9.11 The user remains responsible for all subscription charges properly due during this period.
9.12 Failure of a payment does not constitute cancellation of a subscription. A recurring subscription must be cancelled using the cancellation process provided by Planellio or by contacting Planellio where appropriate.
9.13 Planellio may notify the user of failed or overdue payments using the contact details associated with the account.
9.14 Where payment remains outstanding, Planellio may restrict or suspend access to some or all platform functionality until the outstanding balance has been paid.
9.15 Suspension for non payment does not automatically cancel the subscription or remove amounts already due.
9.16 Where applicable, prices will be displayed exclusive or inclusive of VAT or other applicable taxes as indicated at the point of purchase.
10. Cancellation of recurring subscriptions
10.1 Unless different terms have been expressly agreed in writing or at the point of purchase, recurring paid subscriptions are subject to a minimum cancellation notice period of 30 days.
10.2 Cancellation may be requested through the subscription management functionality provided within Planellio or through another cancellation method made available by Planellio.
10.3 The cancellation notice period begins from the date a valid cancellation request is received or recorded by Planellio.
10.4 The subscription will remain active during the applicable notice period and the user will continue to have access to the platform during that period, subject to payment of any charges falling due.
10.5 Subscription charges falling due during the cancellation notice period remain payable.
10.6 Cancelling a recurring subscription does not retrospectively cancel charges already incurred or amounts which became payable before the effective cancellation date.
10.7 Unless required by law or expressly agreed by Planellio, subscription fees already paid are non refundable.
10.8 At the end of the applicable cancellation period, the subscription will cease to renew and access to paid Planellio services may be deactivated.
10.9 Cancellation does not remove the user’s responsibility to pay outstanding invoices, subscription charges or other amounts which became due before the effective cancellation date.
10.10 Users are responsible for exporting or retaining any information they require before their subscription and access are terminated.
11. Fixed Term Prepaid Subscriptions and promotional offers
11.1 Planellio may from time to time offer Fixed Term Prepaid Subscriptions, including annual plans, multi year plans, Black Friday promotions, introductory offers, launch offers and other discounted or promotional subscription arrangements.
11.2 A Fixed Term Prepaid Subscription may be offered for a period of between one and five years, or for another period expressly stated at the point of purchase.
11.3 Where a user purchases a Fixed Term Prepaid Subscription, the user is entering into an agreement to purchase access to Planellio for the complete fixed term stated at the point of purchase.
11.4 Payment for a Fixed Term Prepaid Subscription is payable upfront unless Planellio expressly agrees an alternative payment arrangement in writing.
11.5 Fixed Term Prepaid Subscriptions may be offered at a reduced price in consideration for the user committing to and paying for the complete subscription period in advance.
11.6 Once a Fixed Term Prepaid Subscription has commenced, the subscription fee is non refundable and no full or partial refund, credit or repayment will be provided for any unused portion of the subscription period where the user chooses to stop using Planellio before the end of the agreed term, except where required by law.
11.7 A user choosing not to use the platform, ceasing trading, changing software provider, changing their business requirements or otherwise no longer requiring Planellio during the agreed fixed term does not create an entitlement to a refund for the remaining subscription period.
11.8 Fixed Term Prepaid Subscriptions do not require 30 days’ cancellation notice to prevent renewal where the offer was expressly sold as a non renewing fixed term agreement.
11.9 Unless expressly stated otherwise at the point of purchase, a Fixed Term Prepaid Subscription will automatically expire at the end of the agreed subscription period and will not automatically renew.
11.10 No further subscription payment will be taken at the end of a non renewing Fixed Term Prepaid Subscription unless the user expressly purchases, renews or agrees to a new subscription.
11.11 Planellio may contact the user before the expiry of a Fixed Term Prepaid Subscription to provide notice of the approaching expiry date and offer renewal options.
11.12 Receiving a renewal offer does not create an obligation to renew.
11.13 Where the user elects to renew, the renewal will be subject to the pricing, subscription period and Terms applicable to the new subscription at the time of renewal.
11.14 Promotional pricing applies only to the specific subscription period or offer for which it was provided.
11.15 A promotional or discounted price does not create an entitlement to receive the same price or discount for any future subscription or renewal.
11.16 Planellio may impose eligibility requirements, purchase deadlines, maximum subscription periods or other reasonable conditions on promotional offers. Any specific conditions will be communicated as part of the applicable offer.
11.17 Promotional offers and discounts cannot be exchanged for cash, retrospectively applied to previous subscription payments or combined with another offer unless expressly permitted by Planellio.
11.18 Cancellation or termination of a Fixed Term Prepaid Subscription for a material breach of these Terms does not entitle the user to a refund of the unused subscription period, except where required by law.
11.19 Nothing in this section limits any statutory rights which cannot lawfully be excluded.
12. Trials
12.1 Where Planellio offers a free or discounted trial, the duration and applicable subscription terms will be displayed when the trial is started.
12.2 Where payment details are collected as part of a trial, the trial may automatically convert to a paid subscription at the end of the trial period unless it is cancelled before the stated renewal date.
12.3 Where a trial is cancelled before conversion to a paid subscription, access may continue until the scheduled end of the trial period unless otherwise stated.
12.4 No recurring subscription fee will be charged following a properly cancelled trial unless another paid service, subscription or charge has been separately authorised.
12.5 Planellio may limit eligibility for trials and may prevent repeated trial registrations where reasonably necessary to prevent misuse.
13. Subscription plans and changes
13.1 Individual features and usage allowances may vary according to the subscription plan selected.
13.2 Users may be able to upgrade or change their subscription through the platform.
13.3 Any additional charge resulting from an upgrade or change will be displayed or communicated before it takes effect.
13.4 Planellio may change the features included within subscription plans where reasonably necessary as the platform develops.
13.5 Planellio may introduce additional premium modules, services or functionality which are not included within an existing subscription.
14. Suspension and termination
14.1 Planellio may suspend or restrict access where:
- these Terms are breached
- misuse is identified
- system integrity or security is at risk
- subscription payments remain outstanding
- fraudulent or unlawful activity is reasonably suspected
- continued use presents a material risk to Planellio or other users
14.2 Where reasonably possible, Planellio will provide notice before suspending an account for non payment.
14.3 Planellio may restore access once outstanding amounts have been paid and any relevant account issue has been resolved.
14.4 Planellio reserves the right to terminate an account where payments remain outstanding, there is a material breach of these Terms, or continued provision of the service presents a security, legal or operational risk.
14.5 Termination or suspension does not remove the user’s responsibility for amounts which became due before termination.
14.6 Where an account is terminated because of the user’s breach of these Terms, amounts already paid will not normally be refunded except where required by law.
15. Data following cancellation, expiry or termination
15.1 Following cancellation, expiry or termination, access to the platform and associated data may be restricted or removed.
15.2 Users are responsible for exporting any information they require before their access ends.
15.3 Planellio may retain account and business data for a reasonable period following termination where required for operational, legal, regulatory, security, backup or accounting purposes.
15.4 Data will be handled and deleted in accordance with applicable data protection requirements and Planellio’s Privacy Policy and data retention practices.
15.5 Planellio is not required to maintain indefinite access to data following the termination or expiry of a subscription.
15.6 Planellio may permanently delete or anonymise data following the applicable retention period.
16. Third party services and integrations
16.1 Planellio may integrate with or provide access to third party services, including payment providers, accounting platforms, email services and other external systems.
16.2 Third party services may be subject to their own terms, fees, availability and privacy policies.
16.3 Planellio is not responsible for outages, changes, restrictions or failures caused by third party services which are outside Planellio’s reasonable control.
16.4 Users are responsible for maintaining any third party accounts, subscriptions, permissions or credentials required for integrations they choose to use.
16.5 Planellio cannot guarantee that a third party integration will remain available indefinitely where the relevant provider changes, restricts or withdraws its service or technical access.
17. Payments processed for the user’s customers
17.1 Where Planellio enables users to connect third party payment providers for the collection of payments from their own customers, Planellio provides the software functionality facilitating that connection.
17.2 Payment processing is carried out by the applicable payment provider and remains subject to that provider’s terms.
17.3 Users remain responsible for:
- their own customer charges
- refunds
- disputes
- chargebacks
- taxes
- compliance with their own contractual obligations to their customers
17.4 Planellio is not a party to contracts between a Planellio user and that user’s customers unless expressly stated otherwise.
17.5 Planellio is not responsible for funds withheld, delayed, reversed or otherwise affected by a user’s chosen payment provider.
18. Communications and automations
18.1 Planellio may provide functionality allowing users to send automated or manual communications to their clients, staff, suppliers or other contacts.
18.2 Users are responsible for ensuring they have the appropriate authority and lawful basis to send communications through the platform.
18.3 Users remain responsible for reviewing automation rules and ensuring communications are configured correctly.
18.4 Planellio is not responsible for communications sent as a result of incorrect user configuration, incorrect data or automation rules created or enabled by the user.
18.5 Users should regularly review active automations and templates to ensure that they remain appropriate for their business.
19. Data protection and ICO responsibilities
19.1 Each party is responsible for complying with the data protection laws applicable to its activities, including the UK General Data Protection Regulation, the Data Protection Act 2018 and other applicable data protection and privacy legislation.
19.2 Users are responsible for ensuring that their collection, use, storage and processing of personal data through Planellio is lawful and appropriate for their business activities.
19.3 This includes responsibility for:
- identifying an appropriate lawful basis for processing personal data
- providing appropriate privacy information to clients, staff, suppliers and other individuals
- responding to data subject rights requests where the user is responsible for doing so
- maintaining appropriate internal data protection policies and procedures
- ensuring personal data entered into Planellio is collected and processed lawfully
- complying with applicable rules relating to electronic marketing and communications
19.4 Where Planellio processes personal data on behalf of a user in connection with providing the platform, the respective responsibilities of the parties may be further governed by Planellio’s Data Processing Agreement and Privacy Policy.
19.5 Users remain responsible for determining whether their business is required to register with, notify or pay a data protection fee to the Information Commissioner’s Office or any other applicable supervisory authority.
19.6 A subscription to Planellio does not include registration with the Information Commissioner’s Office and does not remove or replace any independent data protection obligations applicable to the user’s business.
19.7 Where a user is required to register with or pay a fee to the Information Commissioner’s Office, the user is responsible for maintaining that registration and paying any applicable fees.
19.8 Planellio is responsible for its own applicable obligations as a service provider and for maintaining any registrations, notifications or regulatory requirements applicable to Mandatrax Ltd in connection with the operation of Planellio.
19.9 Users must not use Planellio to process personal data which they do not have the lawful authority to collect, store, use or otherwise process.
19.10 Users must take reasonable steps to ensure that authorised users within their organisation only access personal data necessary for their role.
19.11 Users must notify Planellio without undue delay where they become aware of a security incident involving their Planellio account which may affect personal data held within the platform.
19.12 Nothing in these Terms transfers responsibility for a user’s independent compliance obligations to Planellio.
20. User configuration and business responsibility
20.1 Planellio provides tools which users may configure according to their own business requirements.
20.2 Users remain responsible for determining whether their configuration is suitable for their business.
20.3 This includes responsibility for reviewing:
- prices
- packages and services
- taxes
- payment settings
- booking rules
- availability
- contracts
- forms
- email templates
- automations
- staff permissions
- operational settings
20.4 Planellio is not responsible for losses resulting from incorrect configuration by the user.
20.5 Where Planellio provides onboarding, support, templates or guidance, such assistance does not transfer responsibility for the user’s business decisions or configuration to Planellio.
21. Support
21.1 Planellio may provide support facilities according to the subscription plan or service purchased.
21.2 Support may include technical assistance, guidance, documentation and investigation of reported platform issues.
21.3 Support does not include responsibility for operating or managing the user’s business.
21.4 Planellio may require reasonable information, screenshots, diagnostics or examples in order to investigate a reported issue.
21.5 Response and resolution times may vary according to the nature, complexity and priority of the issue.
22. Limitation of liability
22.1 Planellio is provided as a business support system.
22.2 Users remain responsible for the operation and management of their own business.
22.3 To the extent permitted by law, Planellio shall not be liable for:
- loss of business or revenue
- loss of anticipated profits
- loss resulting from incorrect information entered by the user
- loss resulting from incorrect configuration
- operational disruption
- failure of third party services
- decisions made using information contained within the platform
- loss arising from communications or automations configured by the user
- indirect or consequential losses
22.4 Nothing in these Terms excludes or limits liability where such liability cannot lawfully be excluded or limited.
23. Changes to subscriptions and pricing
23.1 Planellio may change subscription plans, functionality or pricing from time to time.
23.2 Where a pricing change affects an existing recurring paid subscription, reasonable notice will be provided before the new pricing takes effect.
23.3 Continued use of a recurring subscription after the effective date of a notified pricing change constitutes acceptance of the revised pricing, subject to the user’s right to cancel in accordance with these Terms.
23.4 A pricing change will not retrospectively alter the amount already paid for an existing Fixed Term Prepaid Subscription.
23.5 Once a Fixed Term Prepaid Subscription expires, any subsequent renewal may be offered at the pricing applicable at the time of renewal.
24. Changes to these Terms
24.1 Planellio may update these Terms from time to time to reflect changes to the platform, services, legal requirements or business operations.
24.2 Where changes are material, Planellio may provide notice through the platform, by email or through another reasonable method.
24.3 Continued use of the platform following the effective date of updated Terms constitutes acceptance of those Terms where legally permitted.
24.4 Changes to these Terms will not retrospectively remove contractual rights already accrued by either party.
25. Force majeure
25.1 Planellio will not be responsible for delay, interruption or failure to provide the service resulting from circumstances outside its reasonable control.
25.2 Such circumstances may include:
- internet or telecommunications failures
- hosting or infrastructure failures outside Planellio’s reasonable control
- third party service outages
- cyber attacks
- power failures
- natural disasters
- government action
- industrial disputes
- other events which could not reasonably have been prevented by Planellio
25.3 Planellio will take reasonable steps to restore affected services where reasonably possible.
26. Transfer and assignment
26.1 Users may not transfer or assign their Planellio subscription or their rights under these Terms to another person or business without prior written agreement from Planellio.
26.2 Planellio may transfer its rights and obligations under these Terms as part of a business restructuring, sale, acquisition or transfer of the Planellio service, provided this does not materially reduce the user’s rights under these Terms.
27. Severability
27.1 If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be treated as modified to the minimum extent necessary to make it enforceable.
27.2 Where modification is not possible, the affected provision will be removed without affecting the validity of the remaining Terms.
28. Waiver
28.1 A failure or delay by Planellio in enforcing any provision of these Terms does not constitute a waiver of that provision or any other right.
29. Entire agreement
29.1 These Terms, together with any applicable subscription terms, Privacy Policy, Data Processing Agreement and other expressly incorporated terms, form the agreement between Planellio and the user regarding use of the platform.
29.2 Nothing in these Terms excludes liability for fraud or fraudulent misrepresentation.
30. Governing law and jurisdiction
30.1 These Terms and any dispute or claim arising from them are governed by the laws of England and Wales.
30.2 The courts of England and Wales shall have jurisdiction in relation to disputes arising from these Terms, subject to any mandatory legal rights which apply.
31. Contact
31.1 Questions regarding these Terms, subscriptions, billing, cancellation, data protection or use of the platform should be submitted using the support or contact facilities provided through Planellio or the Planellio website.
31.2 Users should ensure that the contact information associated with their Planellio account remains accurate so that important service, billing and account communications can be received.
